The Support Engineer I acts as the first point of contact for customers, resolving technical issues, and ensuring an excellent customer experience with Cleo software.
The Support Engineer I provides initial contact with customers, assessing and assisting with technical issues and customer inquiries. The Support Engineer I is dedicated and driven to provide each client with an excellent customer experience. This position is responsible for performing technical support for clients and providing appropriate resolutions for all technical issues related to Cleo software.
What You Will Be Doing
Your Qualifications
A few things we have to offer:
What You Will Be Doing
- Provide initial contact with customers via phone, email, or remote access, addressing customer inquiries while ensuring top-tier customer service.
- Troubleshoot and develop technical solutions related to software licensing, installation, configuration, and general operation for customers.
- Monitor assigned customer queues and provide appropriate responses to meet stated SLAs.
- Escalate urgent problems requiring more in-depth knowledge to the next level of engineers.
- Leverage the Solution Center effectively, including the knowledge base, to assist and inform customers.
- Provide appropriate, relevant verbal and written content to customers.
Your Qualifications
- Bachelor's Degree or 1+ years of Technical Support work experience
- Customer Service Experience
- General Operating System Knowledge
- General Networking knowledge
- General Software Knowledge (Installation, Configuration, Migration, Removal)
- Communication Protocol experience (HTTP / SMPT / FTP / SSHFTP)
A few things we have to offer:
- Compensation $55,000 to $65,000 annually
- Great Healthcare + Dental + Vision
- Flexible PTO
- Culture of support, encouraging Life-Work balance
- 401k match
- FSA and HSA options
- Employee Assistance Program
- Paid Parental Leave
- Representing a company with 4,000+ clients and a 99% retention rate
- Accelerated title and salary growth potential
- A fun and energetic work environment that makes you excited to go to work every day
Top Skills
Cleo Software
Ftp
HTTP
Smtp
Sshftp
Similar Jobs at Cleo
Cloud • eCommerce • Information Technology • Professional Services • Software
The Director leads the strategy and execution of campaigns to sell Cloud add-on products, coordinating between multiple teams to ensure success metrics are met and campaigns are optimized for revenue growth.
Top Skills:
6SenseAi-Enabled SystemsSalesforce CRMSalesloft
Cloud • eCommerce • Information Technology • Professional Services • Software
The Customer Success Manager oversees customer lifecycle, develops relationships, and ensures accurate records while promoting customer loyalty and problem resolution.
Top Skills:
Crm SoftwareCustomer Success Strategies
Cloud • eCommerce • Information Technology • Professional Services • Software
The Account Executive will educate clients, execute sales processes, build relationships, and collaborate with teams to meet client needs and drive sales.
Top Skills:
B2B SaasEdi
What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
